1. SUPPORTED BY 211’s Role and Function in Emergencies and Non Emergencies

2. What is 211? 2 211 is an easy to remember telephone number that helps people find the right community and social services in their community Calls to 211 are answered live by trained information and referral specialists 24/7/365 The service is available in 150 languages Also available by relay service for the hearing impaired and by email

3. N11 System in Canada 211 – public information & referral services 311 - non-emergency municipal government services 411 - directory assistance 511 - weather, traffic & travel information 611 - telephone company repair service 711 - message relay for telephone devices for the deaf 811 - non-urgent health care telephone triage services 911 - emergency services 3

4. Components of 211 Service Delivery 4 Public Inquiry Online Directories Caller Needs

5. 211Ontario.ca Online Directories Informationniagara.com

6. SUPPORTED BY How 211 can help during and following an incident or Emergency 6

7. During and Following an Incident 7 Public Inquiry Online Directories Caller Needs

8. 211 Services Role During Emergency Public Information Field calls from the public regarding non-emergency information such as:  Evacuation information  Location of shelters  Road closures & traffic detours Central access point to register volunteers & donations of goods Rumour control by monitoring social media and posting facts or notices to call 211 or visit specific websites Help reduce non-emergency calls to 911 and other municipal and government lines 8

9. 211 public inquiry role within the communications structure Inquiring public Emergency Responders & Other Agencies 211 Links with Municipal or Provincial Emergency Management Coordination 211 Links with Municipal or Provincial Emergency Management Coordination 211 receives authoritative information from Emergency Information Officer 9

10. 211 Services During Emergency Online Directories Continually update disaster database with information & services emerging Make database available to other organizations in the community Maintain a continual information exchange with EIO to ensure only authoritative information is disseminated Collect customized details about people who want to volunteer & donations of goods & make available in real- time to emergency management personnel 10

11. 211 Services During Emergency Caller Needs Provide real-time reports to EIO to support emergency response Aggregates useful information for government, funders, planners, agencies, researchers and policy makers Tracks changing service needs, unmet needs, service gaps and trends After Action Reports with aggregated data to support information needs of municipalities and other levels of government 11

12. SUPPORTED BY Free confidential live answer Information Niagara/Central South Ontario Call 211 or visit www.211ontario.ca Questions?